Relai

Role Description Relai is Europe's leading Bitcoin-only app. We're looking for a Head of Customer Experience to own and elevate the end-to-end customer journey - from first touchpoint to long-term loyalty. This is a senior leadership role for someone who combines deep empathy for customers with a sharp operational mind and a genuine appetite for AI-driven transformation. You'll build the systems and the standards that make Relai's support and experience a true competitive advantage. - Own the full customer experience strategy - from support operations to proactive engagement and retention - Lead, coach, and grow the customer support team, across channels (live chat, email, social) - Build and scale AI-powered support workflows - chatbots, automated triaging, smart knowledge bases - to reduce ticket volume and improve resolution time - Define and track CX KPIs: CSAT, NPS, first response time, resolution rate, and churn signals - Translate customer insights and pain points into actionable product feedback - serve as the voice of the customer in cross-functional discussions - Partner with Product, Marketing, and Compliance to ensure CX keeps pace with new features, regulations, and market expansion - Design and maintain self-service resources - help center, FAQs, onboarding guides - that empower users and reduce inbound volume - Manage and optimize tooling stack (Zendesk, Intercom, or equivalent) and evaluate new solutions including AI-native support platforms - Set the quality bar: own QA processes, response templates, and escalation frameworks Qualifications - 5+ years in customer experience, customer support, or CX leadership - ideally in fintech, crypto, or a high-growth B2C startup - Proven track record building and scaling CX teams and processes from an early-stage foundation - Hands-on experience implementing AI tools in support workflows (chatbots, LLM-based triaging, AI-assisted responses) - Strong data fluency - you use metrics to diagnose problems and prioritize improvements, not just report upward - Excellent English communication skills (written and verbal); German language skills are a plus. - Comfort navigating compliance-sensitive environments - you understand what regulated fintech means for customer communication - A customer obsession that translates into operational discipline, not just good intentions - Bonus: genuine interest or experience in Bitcoin and financial sovereignty Benefits - 100% remote work – Join a fully remote, flexible team working across Europe - Relai provides you with the latest MacBook laptop and an iPhone to ensure smooth and effective work - Competitive salary + employee participation – We grow together - 0% fees on Bitcoin purchases at Relai – Stack sats effortlessly - Educational and Learning Budget - Let’s set you up for success - Most relevant AI tools and trainings - Keeping you up to date with all new AI topics and trends

Role Description Relai is Europe's fastest growing Bitcoin-only app. We're looking for an experienced, results-oriented and impact-driven Senior DevOps Engineer who can help us scale our infrastructure and pursue our mission of bringing the best store of value to more people. This is a unique opportunity to own the infrastructure backbone of one of the most exciting Bitcoin startups in Europe. You won't just maintain systems - you'll drive automation, raise the bar for reliability, and build the foundation that millions of users depend on. If you're an exceptional infrastructure engineer who thrives in high-ownership environments, loves clean code over manual fixes, and has a passion for Bitcoin, you're at the right place. - Work closely with developers and operations teams to scale and optimize our infrastructure for sustained growth. - Design, deploy, and operate our core backend infrastructure using automated, Infrastructure-as-Code approach. - Prioritize and own delivery in a small, highly efficient team — you set the bar, not just maintain it. - Serve as the first line of defense as on-call engineer on workdays and weekends (no night shifts). Qualifications - 5+ years of overall IT experience, with at least 2 years in a hands-on DevOps or platform engineering role. - Proven command of Kubernetes, Docker, Helm, Git, Linux, and Terraform — you use these daily, not occasionally. - Solid experience across Google Cloud and AWS, including networking, cloud security, and data protection. - Track record of building and operating ISO 27001 and GDPR-compliant systems in production. - Experience scaling microservice and multiservice architectures under real load. - Comfortable working with AI tools and integrating them into engineering workflows. Benefits - Ownership and impact - direct influence on architecture decisions in a company that moves fast and ships often. - Work from home allowance - every month we got you covered to work from home. - 100% remote. - Equipment - latest MacBook and iPhone provided from day one. - Education & development budget - we invest in your growth continuously. - Monthly subscriptions. - 0% fees on Bitcoin purchases at Relai - stack sats with ease. - Team travel - a few times a year, we bring the team together across Europe. - Referral bonus - get rewarded for every person you bring in who joins the team.